MAHQ Disney 2011 Recap
Disney Institute - Friday, May 13, 2011 in Lansing
The event was successfully held on May 13, with 135 in attendance representing over 50 companies/organizations.
PAGE CONTENTS
CHRONOLOGY OF EVENTS
April 28, Thursday
We all received an email around 9:00 AM from Human Capital
Academy (HCA) that announced they were going out of business
and that our event was cancelled and would not be
rescheduled. A copy of the email will be found at the
bottom of this page.
As a result, the leadership of MAHQ tried phoning HCA. All phones were shut off except their customer service number.
Our assigned meeting facilitator from HCA was called. She indicated she received an email upon deplaning from a flight, notifying her that she was out of a job.
One of our our members also initiated a background investigation on the internet about the company. As part of the investigation, a reporter from the Kansas City Star was contacted to see if they could suggest any other sources of information. The reporter then began to gather information on the story.
April 29. Friday
Talks continued between Disney representatives and MAHQ leadership. The MAHQ President was at a national conference where the news of HCAs closure was widely discussed.
April 30, Saturday
A story appeared in the Kansas City Star, detailing the results of their investigation. The complete story may be viewed at the Star's website.
May 2, Monday
AT 3:00 PM the MAHQ President received word from Disney Institute that Disney had been able to re-secure the Lansing Lexington Inn as the venue for the event. With a place secured, we could announce that the event would continue.
Disney Institute agreed to honor attendance by any guest who had registered with HCA. MAHQ began phone calls to companies from an incomplete list of guest that MAHQ had been able to obtain a few weeks before. That list was about 50 names short.
At 5:00 PM, the MAHQ President sent an email to HCA's customer service department, demanding a complete list of those who had registered.
May 3, Tuesday
HCA responded by email indicating they would "assemble the list and it will be available later today." The list was emailed to the President, at 4:30 PM.
This list is now the basis for all invitations, and admittance will be made from that list only. In other words, no new registrations would be accepted even if the person was willing to pay the registration fee.
By 7:00 PM it had been confirmed that a new block of rooms had been set aside at the Quality Suites in Lansing for our guests.
May 4, Wednesday
In order to plan for food, room setup, and materials, Disney requested that MAHQ contact all registered guests from the HCA list to have them reconfirm their plans to attend. All realized that 6 days had elapsed since the announcement of the cancellation by HCA, and that some individuals would make other plans for their time on May 13. Hence a reconfirmation thru email was planned.
The list was received by MAHQ's technical consultant at 9:00 AM who began to massage the list, adding missing information and drafting a email to the 174 names on the list. By 2:45 PM the email was sent to the list. Several emails bounced back due to errors, but all errors that could be fixed were, and everyone possible was notified by close of business.
By the end of the day 55 people had responded "yes", 21, "no."
May 5, Thursday
Replies continued to come in. By the end of the day the count was approximately 88 "yes", 32 "no".
It was learned from Disney that they are required to give a firm headcount to the Lansing Lexington hotel on Tuesday, May 10. A decision was made to send a second email to all those who had not yet responded on Friday. The list and emails were created in the evening, and set for automatic send at 12:05 AM, Friday.
A final deadline for all RSVPs was set for Monday at 5:00 PM
Throughout the day Thursday, a number of emails and phone calls from guests were handled by MAHQ, resolving such things as guests who had registered with HCA but whose names did not appear on the list. Those individuals were asked to provide some sort of documentation to support their request. Virtually all problems were handled to the guest's satisfaction, with a few carrying over to Friday.
May 6, Friday
Shortly after midnight, 62 additional emails were sent to those who had not yet responded.
Additional RSVPs began arriving from the midnight mailing. During the day, MAHQ begin calling organizations where many or all of their employees had not yet responded. In some cases, it was found that corporate email servers were blocking our emails. Company reps agreed to pass along our emails to their employees, internally.
Every effort continues to be made with all available resources to make sure everyone who registered with HCA has the opportunity to still come if they so desire.
End of day count: 118 "yes," 41 "no."
CONFERENCE VENUE
Lexington Lansing Hotel
925 South Creyts Rd.
Lansing, MI 48917
(517) 323-7100
LODGING INFORMATION
A block of rooms (20) is reserved at the Quality Suites in Lansing for the night of the 12th. The event rate is $89.00. In addition, another block of 10 rooms is being held for the night of the 13th, same price. The rooms are blocked for "M.A.H.Q".
These rooms will be held at this rate only through May 11.
Quality Suites
901 Delta Commerce Drive
Lansing, MI 48917
(517) 886-0600
EVENT SCHEDULE
| 7:30 AM | - | Doors open, continental breakfast, check in to receive badge and materials | |
| 8:00 AM | - | Noon | Program - Disney’s Approach to Leadership Excellence for Healthcare Professionals– Learn strategies and methods for improving team results through proven leadership philosophies that are used to exhibit the values and behaviors that generate results. |
| Noon | - | 1:00 PM | Buffet luncheon |
| 1:00 PM | - | 4:30 PM | Program - Disney’s Approach to People Management for Healthcare Professionals – Discover techniques perfected by Disney in the selection, training, retention, and communications processes that help sustain a supportive and interactive culture. |
| Times subject to change. Mid-morning & afternoon breaks are included. |
RELATIONSHIP OF THE PARTIES
There are a number of organizations that play some role in the event. This section will define and clarify those roles.
Human Capital Academy, a.k.a. Solution Infusion LLC, Overland Park, KS
The Human Capital Academy (HCA) is a name used by Solution Infusion, LLC of Overland Park, Kansas. This LLC is incorporated in the state of Kansas as a "Kansas Limited Liability Company". Their corporate information may be found on the State of Kansas Business Center website.
After performing a like role in 2010, the Michigan Association for Healthcare Quality (MAHQ) was again approached in 2011 by HCA to act as the lead "Gold Host" for a one-day program to be presented by the Disney Institute (DI). Other similar professional organizations were recruited to act in a similar capacity to MAHQ, but at a lower level of commitment ("Bronze").
For this event, HCA supplied MAHQ with promotional graphics and text to be displayed on the MAHQ website and in emails to the MAHQ mailing list. HCA also created a website at their expense and under their control, that publicized this particular event. On their website, among other information, you may find this Refund Policy:
"Cancellation Policy – Registrations are non-refundable; however, you may send a substitute. "
The policy appears on both their Fax Registration Form and their Admission Price webpage. Click the links in the previous sentence to the the materials.
This website also contained the ability to register online. As of the time of this writing, this functionality is no longer available.
The Fax Registration form, found on the site, clearly states in multiple locations that checks and credit cards will be made out to, and processed by Solution Infusion, LLC.
The Michigan Association for Healthcare Quality, Farmington Hills, MI
The Michigan Association for Healthcare Quality (MAHQ) of Farmington Hills, Michigan, was incorporated as a Michigan Non-Profit Corporation in 1993. It is recognized by the IRS as a 501(c)4 non-taxable entity. It is governed by a volunteer board of directors, and is composed of approximately 50 members around Michigan.
The MAHQ agreed to act as a "Gold Level Host" for HCA in the promotion of its event to be held in Lansing, Michigan, on May 13, 2011. All materials show an MAHQ logo as a "Host" beside logos from Disney Institute
In return for providing publicity, promotion, the use of its name, and volunteer workers at the event, MAHQ was to receive nine complementary tickets to the event.
After the agreement was made, MAHQ fulfilled its part of the agreement by initiating five mailings to its internal mailing list, providing exposure on the MAHQ website, and urging its members thru emails to promote the event within their own companies/hospitals/organizations. Four volunteers were identified to HCA to work at the event.
All HCA-supplied materials, published by MAHQ, directed interested persons to the HCA-owned and maintained website. That website may be viewed here. A sixth email was scheduled to be sent by MAHQ on May 3, 2011 but was cancelled due to the termination of HCA's operations.
To be perfectly clear, MAHQ has never been the recipient or custodian of any funds collected from guests of the event. Additionally, MAHQ has not received any monetary compensation for its role in this event.
In cooperation with DI, MAHQ has continued to make sure this event takes place. MAHQ has sent two sets of emails to those who had registered with HCA. MAHQ has tracked the responses, made telephone calls to resolve problems, and written numerous emails to guests.
Further we have offered guests whose name appeared on the list provided to MAHQ by HCA three options:
- Attend the event that was previously promised by HCA for no additional charge. All costs for the event would be paid by DI.
- Decline to attend themselves but send a substitute in their place (only advance notice of the substitute's name was requested).
- Seek to recover their registration fee from HCA thru their bank or credit card company. Exercising this option in no way prevents the guest from also exercising options 1 or 2.
The Disney Institute, Orlando, FL
The Disney Institute (DI) is a business unit of the Walt Disney Company. Members of DI are headquartered in Orlando, Florida.
The DI website states, "Disney Institute was created to showcase Disney best practices that easily adapt to other organizations..... Disney Institute travels the world offering engaging seminars, workshops and presentations, as well as fully customized programming "
Although MAHQ does have first-hand knowledge of the details of the contract between HCA and DI, we have observed that DI supplies the meeting facilitators and printed materials to the guests in return for a payment to DI from HCA.
The HCA fax registration form contains a disclaimer from DI. The entire form may be viewed by clicking here:
In part the disclaimer reads:
Although Disney Institute is presenting this program, the sponsor of this program, Solution Infusion LLC, and not Disney Institute, is responsible for marketing and promoting this program, and for providing and/or arranging for the venue, facilities and other items for this program. This includes any food and beverage offered at or in connection with this program. Solution Infusion LLC is not an agent of Disney Institute or its affiliates, and Disney Institute and its affiliates assume no liability relating to the event or for the acts or omissions of Solution Infusion LLC.
Other Involved Parties
Besides MAHQ, numerous other professional organizations were listed as hosts of this event, according to the HCA website that was created specifically for this event. The page may be viewed at: http://www.cvent.com/events/lansing-mi-disney-s-approach-to-leadership-excellence-people-management-for-healthcare-professionals/custom-20-67b136f9f7e142e18d482db66823c4fb.aspx. MAHQ has no direct knowledge of any specific agreements between HCA and the following organizations. They are listed here for reference.
Gold Partners
- WITI - Women in Technology International
- Health Care Weekly Review
- NHEO - National Hispanic Entrepreneurs Organization
Silver Partners
- MPHI - Michigan Public Health Institute
- GDDS - Genesee District Dental Society
- Florida Unlimited Incentives, Inc.
- MHEGA - Midwest Healthcare Executives Group and Associates
- MAAS - Michigan Association of Ambulance Services
- Michigan Primary Care Association
- National Association Directors of Nursing Administration Long Term Healthcare - Michigan Chapter
Contributors
- National Association of Hispanic Nurses - Michigan Chapter
- Michigan Academy of Physician Assistants
- MI-ARN - Michigan Association of Rehabilitation Nurses
REFUNDS
Through this entire period of difficulty, MAHQ has sympathized with all of the paid guests to the event. As outlined above, MAHQ never assumed the role of manager of, or exercised any control over, the collecting of fees, nor has it received any monies from HCA.
We suggest is that:
- You call Human Capital Academy Customer Service at 877-544-2384 ext. 1. Apparently they are accepting messages. Leave your name and phone number and a statement that you registered for the Disney event in Lansing, MI on May 13 and wish a full refund. Document the time and date of the call.
- If you paid for your registration by credit/debit card, you should contact your bank's customer service for your card and state that you wish to dispute the charge since the payment was for an event that has been cancelled and the company has gone out of business. The sooner you do this, the more likely that you will recover and protect your rights under various laws and regulations. In any case, do this ASAP as various rules and regulations specify how soon you must contact the bank in order to preserve your right file a complaint.
- If you paid by check, you should attempt to place a Stop Payment on that check, as long as the check has not been previously cleared back to your bank.
MAHQ personnel have attempted to investigate all aspects of HCA. We have found that their websites www.keyus.com and www.hcacad.com are now dead sites.
The site set up for registrations, www.LansingHCMouse.com, still exists but announces that the event is cancelled.
The website for Solution Infusion, LLC (parent of HCA) still exists, but their telephone number is not in service. We left a message on the HCA customer service phone number listed above, but still have received no response at the time of this writing.
FURTHER INFORMATION
Please contact the MAHQ Webmaster at webmaster@mahq.com
COPY OF EMAIL RECIEVED BY A GUEST
Dear [registrant's name],
We regret to inform you that, due to economic circumstances beyond our control, Solution Infusion LLC (Human Capital Academy) is out of business.
The Disney's Approach to Leadership Excellence & People Management for Healthcare Professionals event scheduled for May 13, 2011 in Lansing is canceled and will not be rescheduled.
In the near future, you will receive additional information regarding this cancellation and the closing of our business.
We are sincerely apologize for any inconvenience caused by this cancellation.
Event Management Team
Human Capital Academy
Solution Infusion, LLC